What we do
We help build better customer experiences that retain customers, build loyalty, and increase sales.
If you sell a product or service to consumers or other businesses, that product or service includes a customer experience whether you planned one or not. All interactions between a customer and your product or service make up the customer experience.
Examples of interactions for a product include:
- Evaluate it
- Purchase it
- Use it
- Fix it
- Return or exchange it
- Update it
- Maintain it
- Dispose of it
The sum of these experiences determines if a customer returns and recommends you to others. Or not.
Great products aren’t enough. Customer experiences drive brand loyalty more than products or services, and price. Successful companies view the customer experience, including post-sales experiences, as part of the overall product experience.
Most businesses, from self-employed plumbers to global companies, can benefit from better customer experiences.
Most customer experience improvements focus on interactions with the product or service, but often lead to improvements of the product or service too, and of internal business processes.
Many customer interactions are related to content, such as product documention, web pages, software user interfaces, forms, packaging, and so on. Managing this content cost-effectively requires a smart content strategy.
Typical engagement
- We meet to learn your product or service, pain points and concerns.
- We evaluate your customer experience. Not being your customer or employee means that we can give you honest, direct insights.
- We identify opportunities to improve. Simple changes often have high impact. We prefer incremental improvements with measurable results.
- Define implementation scope and budget.
- We or your team implement improvements.
- Measure results.